Technical Telecom Analyst

Summary of Essential Functions

The Telecommunications Technical Analyst will work closely with and under the supervision of the Telecommunications Manager, providing support and assistance as needed. The role involves assisting in the day-to-day activities of the department, including systems installation and management, telecommunications design and management, computer operations, documentation/reporting, and addressing PBX Operator issues/services. The analyst will also manage daily workloads and update project statuses using Service Desk work order tracking and project management applications.

Educational Requirements

• High School Diploma or equivalent.
• Prefer a Bachelor of Science degree in Information Systems, Computer Science, Business Administration, or a related subject; relevant work experience may substitute for a degree.
• Effective communication skills in English, both verbally and in writing.

Knowledge/Skills/Abilities

• Technical experience or training in Telecommunications Systems, including operating systems and hardware (Workstations, Networks, and various servers, both physical and virtual).
• Experience or training with Cisco VoIP systems, Contact Center experience, and knowledge of cellular networks, Android, and Apple iOS systems.

Physical Requirements

• Primarily works the day shift; may be required to work additional hours, including weekends and holidays.
• Ability to lift over twenty-five (25) pounds.
• Ability to distinguish between numbers and symbols.
• Hand-eye coordination and manual dexterity with substantial wrist and finger movement.
• Walking and climbing to accomplish tasks.
• Corrected vision and hearing to normal or near normal range.
• Extended periods of sitting and/or walking depending on specific duties.

Duties and Responsibilities

• Analyze, optimize, and support telecommunications systems and services, including Cisco voice (VoIP, traditional PBX), data networks (WAN/LAN), cellular services, video conferencing (telehealth), unified communications platforms, and mobile application support.
• Prioritize and manage projects using Service Desk work order tracking and project management applications.
• Identify and implement system improvements in hardware, operating systems, application software, documentation, and reporting.
• Monitor, configure, and maintain telecommunications equipment, including VoIP systems, PBXs, session border controllers (SBCs), voicemail systems, and network equipment (routers, switches).
• Administer Mobile Device Management (MDM) platforms and corporate mobile device plans.
• Conduct audits of telecommunications bills for accuracy and cost optimization.
• Manage telecom services, including phone lines, extensions, user profiles, and mobile devices.
• Develop and maintain documentation for telecom systems, configurations, procedures, and inventory.
• Coordinate with Network Infrastructure Engineers to ensure proper Quality of Service (QoS) for voice and video traffic.
• Troubleshoot and resolve issues related to voice quality, call routing, connectivity, voicemail, mobile devices, and video conferencing.
• Assist in planning and executing telecommunications projects, such as system upgrades, migrations, or new site implementations.
• Provide training and support to end-users on telecommunications features and best practices.
• Stay updated on security threats related to telecommunications and ensure compliance with E911 regulations.
• Provide coverage for Telecom Operators, including working any shift, weekends, and holidays as required.
• Participate in a rotating on-call schedule and provide training to Telecom Operators for new equipment, systems, documentation, and procedures.
• Perform all other tasks and responsibilities as required.